CASE STUDY

AssurOne reduces its response times with Miralia

9000

Emails and attachments analyzed per month

200

Employees use the solution

8

Types of attachments processed

AssurOne is a French insurtech specializing in the distribution of insurance products for end customers, brokers, and prestigious white-label partners.

Industry

Insurance

Company size

250 - 499

Miralia user since

2022

Challenge

To carry out their mission, AssurOne’s teams process several hundred thousand emails each year sent by policyholders and various professionals.

With innovation—particularly AI—at the heart of its strategy, AssurOne’s Operations department wanted to implement a solution to analyze email flows in order to gain productivity and improve the quality of request handling.

The idea of integrating AI quickly emerged as an obvious choice to support AssurOne’s case managers.

Why Miralia?

With Miralia, AssurOne automated the processing of incoming emails to improve reliability and speed up processes:

Emails and attachments are automatically categorized and routed to the appropriate department
Key information, such as contract numbers, is extracted from messages and attachments
Supporting documents submitted by policyholders are automatically checked for consistency
The acknowledgment emails are sent immediately and response drafts are prepared for advisors

These automations significantly reduced manual tasks and allowed teams to focus on more complex requests.

“

Miralia allows us to easily retrieve contracts, understand which documents they contain, and save time in the responses we provide.

Corinne Le Lann

Director of Operations, AssurOne

Solution

After a tailored configuration of the solution, Miralia demonstrated its ability to analyze and process large volumes of emails and attachments (in French and foreign languages, particularly for identity documents).

Four types of messages are analyzed (requests for information statements, requests for green cards, miscellaneous requests, and emails with attachments). As for attachments, eight types are processed (vehicle registration documents, policy conditions, SEPA mandates, driving licenses, identity documents, information statements, bank details (RIB), and miscellaneous attachments).

Thanks to Miralia, more than 9,000 emails and attachments are processed each month in this first phase. The 40 case managers therefore benefit from real assistance in carrying out their work and can process cases more quickly.

Overall, Miralia assigns a contract number to each email and generates either a draft response or an automatic message for every request. With the delivery of the second phase, 40,000 emails and attachments will be processed, and 135 case managers will benefit from the solution.

Today, around 200 employees use the solution, and feedback has been unequivocal: time savings, smoother workflows, and improved working comfort. This rapid adoption illustrates a near-immediate return on investment, which is rare in large-scale AI deployments. The solution is now perceived as a core business tool, and its extension to additional scopes has been requested by employees and is planned.

“

Analyzing the messages we receive and their attachments using a French, explainable AI that is energy-efficient is therefore an additional solution to make our teams' daily work easier.

Corinne Le Lann

Director of Operations, AssurOne

Impact

The implementation of Miralia delivered measurable operational benefits:

The solution was deployed quickly, in just a few weeks
Multi-category detection operates with over 90% accuracy, ensuring precise request handling
Request processing times have been significantly reduced, improving team efficiency
Costs related to managing incoming requests have been reduced, thanks to the automation of repetitive tasks

These results have optimized both internal performance and the customer experience.

“

We are very proud to integrate innovation into contract management to make our case managers’ daily work easier and, above all, to allow them to spend more time on tasks with high human added value. This aligns perfectly with our innovative, agile, and personalized vision of the insurance of tomorrow.

Arnaud Deroeux

General Manager, AssurOne

“

We could no longer take Miralia away from our employees — it would be catastrophic. I must admit, it’s rare to have deployed a solution that delivers such a high level of employee satisfaction so quickly.

Paul-Henri Chabrol

Director of Data, Digital & Technologies, AssurOne